AccountId: 011433970860
ContactId: 5f8353f2-f93d-446a-ab02-9896b0493e11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 652020 ms
Total Talk Time (AGENT): 361865 ms
Total Talk Time (CUSTOMER): 166569 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/5f8353f2-f93d-446a-ab02-9896b0493e11_20250528T17:39_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was wondering how I would go about filing a short term disability claim.
[AGENT][NEUTRAL] OK, you're wanting to find out how to file a short term disability claim, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, let me see if I find it on the right 1. 0248644.
[AGENT][NEUTRAL] I'm so
[AGENT][NEGATIVE] I'm sorry, Ms. [PII], your voice is cutting out.
[CUSTOMER][NEUTRAL] OK. It's 02.
[CUSTOMER][NEUTRAL] 148644
[AGENT][NEUTRAL] OK, thank you. All right, give me a moment please to get your information pulled up and
[CUSTOMER][NEUTRAL] I believe.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so first off, Miss. [PII], again, I will have to verify several things with you for security purposes and then also any information that is provided will be a verification of benefits and not a guarantee of payment. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now we have something different on file for you, Ms. [PII].
[CUSTOMER][NEUTRAL] You, you have the [PII].
[AGENT][NEUTRAL] Uh, we do. Is that still, is that no longer your address?
[CUSTOMER][NEUTRAL] No, ma'am, it's not.
[AGENT][NEUTRAL] OK, so let's finish verifying your information and then we'll come back to that. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let's see, I think it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK. So what is your correct mailing address?
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Honey a pass.
[CUSTOMER][NEUTRAL] Number [PII].
[AGENT][NEUTRAL] Uh-huh. East View, one word, Street.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your
[AGENT][NEUTRAL] OK, thank you. Now, have you updated your address with your, your employer, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, because I was gonna say if, if it still comes over your group's information comes to us electronically so if it's anything still has your old address, the [PII] address, the system will automatically override the change that I just made and change it back.
[AGENT][NEUTRAL] But, OK, so just to make you aware of that. All right. So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you first question, do you use the internet very much?
[CUSTOMER][NEUTRAL] Uh, not really.
[AGENT][NEUTRAL] OK, because we have uh the reason I'm asking that is because we have a portal called the online service center where you can set up your profile and then you can have access to all of your information regarding your policies with APL online you can also upload your claims information directly into that portal.
[AGENT][NEUTRAL] Now, if you would like I can send you a user guide with the instructions. Now our portal website is changing just a little bit, but the overall.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Functionality or information that's on this user guide that I can email you is still valid.
[AGENT][NEUTRAL] So if you would like for me to send that to you I can along with the disability claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim form will have the instructions on the first page, but there is a section for you to complete your employer to complete, and also your physician to complete.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And then once you have all of that documentation together and completed again if you have your portal set up, it can be uploaded into the portal.
[AGENT][NEUTRAL] If you're not able to do that, there is a mailing address, a PO box, and also a fax number on the bottom of page one on the claim form.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that is our secured fax line or claims mailing address. We just cannot accept claims via email.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So you may upload them, mail them or fax them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you'll give me just a moment, I'll go ahead and send you this email with those two documents.
[AGENT][NEUTRAL] And this claim form that I'm sending you in this email, it can also be obtained from our main website, Ms. [PII].
[AGENT][NEUTRAL] At secure, I'm sorry at [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Under [PII].
[AGENT][NEUTRAL] It would be the disability claim form.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I didn't go.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do
[AGENT][NEUTRAL] OK, and the policy number for your disability policy is just a little different than the one you gave me. The one you gave me was your hospital indemnity plan. Your disability policy number is going to be, if you wanna take this down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] It's 214.
[AGENT][NEUTRAL] 863 4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 2148634.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. And you will be able to see that in that portal also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and even
[AGENT][NEUTRAL] So I have sent you that email and the email is going to come from [PII].
[AGENT][NEUTRAL] And I did put a [PII]
[CUSTOMER][NEUTRAL] Care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did also put [PII] in the subject line for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have any other questions, Ms. [PII] or anything else that I can help you with as far as how to submit a claim?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I didn't know how long I would have to wait to file for my short-term disability because I didn't know how long I was gonna be out of work.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so on your on your policy, there is a seven-day elimination period.
[CUSTOMER][NEUTRAL] I had been
[CUSTOMER][NEGATIVE] OK, I've been out longer than that. On the [PII], I had a wreck.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh goodness. I'm sorry to hear that. Oh my goodness, I'm sorry to hear that, Ms. [PII].
[CUSTOMER][NEUTRAL] On the way to work.
[CUSTOMER][NEUTRAL] But yeah, I've been out of work since the [PII], so.
[AGENT][NEUTRAL] OK. So, yes, ma'am. I mean, you are beyond, you know, your window of time. It's on this policy again, for injury and sickness, there is a 7-day elimination period. And then your maximum disability period for sickness and or injury is 180 days or 6 months, essentially.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I think that's it.
[AGENT][POSITIVE] OK. Well, if that's all that I can help you with at the moment, I certainly hope you um are healing.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Up nicely and then you'll be back.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Sooner than later.
[CUSTOMER][NEUTRAL] No, I'm ready to go back. I'm part of, it's my back, so.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] And I drive most of the time, so it, it, it's a handful right now.
[AGENT][POSITIVE] I'm sure. I'm sure. Well, thank, thank goodness.
[CUSTOMER][NEUTRAL] I can barely see.
[AGENT][POSITIVE] Oh, well, I'm, I'm glad that it, you know, wasn't a lot worse than it could have been, the Simpson.
[CUSTOMER][POSITIVE] Yes ma'am. All right, thank you.
[AGENT][NEUTRAL] Well, is there
[AGENT][POSITIVE] Yes, ma'am. You're welcome. And again, if there's anything else that um that we can help you with, please give us a call and I hope you have a nice afternoon. It was my pleasure in speaking to you today.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes ma'am and thank you again for calling APO.
[CUSTOMER][NEUTRAL] Mm.